Using your telephone
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2.52.7 Processing group- Supervisor entry/withdrawal
• Entry
• Use one of the following:
o Enter the processing group number.
o Listen Select the processing group from a list.
2.52.8 Supervision or acceptance of an assistance request
The supervisor has access to the supervision functions either by accepting an assistance request
from an agent or by pressing the 'Help ' function key in the 'Perso ' page.
• Listen
By pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor can
then listen in on the conversation between an agent and his caller, but cannot participate in
the conversation.
• Intrusion
This key allows the supervisor to intrude in a communication. This intrusion is signalled to
the agent and his caller by an audible beep and the supervisor can cut-in on the
conversation at any time. If the agent on-hooks or if the supervisor presses the 'Help ' key,
only the supervisor and the caller will be in communication.
• Restrictive
The agent is in communication with a caller. This function allows the supervisor to talk just
with the agent without the caller being informed of this intrusion (restrictive).
• Permanent
The supervisor can view on his display the dynamic states (out of service, ACD calls, private
calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.) of an agent
in real-time.
• Cancel
Pressing this key results in the rejection of an agent assistance request.
2.52.8.1 Close a supervisor session
• LogOff
• Enter your personal password.
• Apply: The session is closed.
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